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Moderating Effect of Training on the Relationship Between Customer Involvement and Service Delivery in Public Universities in Kenya

Author

Listed:
  • Lawendi P. Chepkoria

    (Phd. Student,Department of Education, Administration, Planning and Management, University of Kabianga.)

  • Dr. Viviline Ngeno

    (Senior Lecturer, Department of Education, Administration, Planning and Management, University of Kabianga.)

  • Dr. Kipkirui Rono

    (Senior Lecturer, Department of Education, Administration, Planning and Management, University of Kabianga.)

Abstract

Public universities in Kenya have integrated customer involvement in quality management practice. However, the effectiveness of these practices remains inconsistent, prompting the need to explore factors that strengthen their impact. This study specifically examined the moderating effect of training on the relationship between customer involvement and service delivery in Kenyan public universities. Guided by Ishikawa theory and a pragmatic research paradigm, the study employed a cross-sectional research design targeting 35 public universities with a total population of 1,011 stakeholders, including deans, heads of departments, quality assurance officers, ISO coordinators, and student leaders. A sample of 287 respondents was determined using the Yamane Taro formula and selected through a combination of cluster, random, and purposive sampling techniques. Data were collected using structured questionnaires, validated by experts, and tested for reliability with a Cronbach alpha coefficient of 0.782. Analysis was conducted using descriptive and inferential statistics, with multiple regression models applied to test the moderating role of training. The findings revealed that customer involvement significantly influenced service delivery (β = .064, p

Suggested Citation

  • Lawendi P. Chepkoria & Dr. Viviline Ngeno & Dr. Kipkirui Rono, 2025. "Moderating Effect of Training on the Relationship Between Customer Involvement and Service Delivery in Public Universities in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(8), pages 1035-1048, August.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-8:p:1035-1048
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    References listed on IDEAS

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    1. Cheung, Millissa F.Y. & To, W.M., 2021. "Effect of customer involvement on co-creation of services: A moderated mediation model," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
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